Manager, Strategy

3 weeks ago

Chicago, United States Trajektory Full time

Job Title: Manager, Customer Strategy & Growth

Job Location: Chicago, IL (Hybrid)

Requirements: 3-5 years of account management experience preferably in the sports and entertainment industry.

Company Summary

Based in downtown Chicago, IL, Trajektory is an innovative data insights and valuation technology start-up with a unique take on how to leverage and value sponsorship data throughout the sports, media, and entertainment industries. Trajektory was founded by a group of former industry executives from throughout the sports, media, and entertainment industries. Culture is a major priority, as both personal and professional development is a top priority for the company’s leadership team.


If you’re looking for an opportunity to get involved with an exciting industry through tackling unsolved problems with innovation and hard work and want to get in at a high growth start up, chances are this could be a good next adventure for you.


The Role

This role will act as primary contact and solution provider for a portfolio of property and brand partners. Your goal in this role will be to provide the highest quality client experience - ensuring clients are well prepared, informed, and utilizing the Trajektory platform to its maximum potential. Their success is our success.


You are equal parts trusted advisor, strategic consultant, data analyst, implementation manager, and product expert and will continually focus on helping our clients improve their sponsorship businesses.


You will be instrumental in building our Client Strategy & Growth team, and will have an opportunity to make a big impact at a growing and exciting company. Clients will range from professional sports properties and teams to top tier brands and agencies, and more.


The ideal candidate excels at building deep relationships while effectively managing both client expectations and internal teams supporting client deliverables. The successful Manager, Client Strategy & Growth has a proven track record of success in an account management role serving top tier clients, the ability to manage many complex projects across multiple clients simultaneously, and a deep understanding of sponsorship and data storytelling.


Key Responsibilities

  • Own overall responsibility for providing high-quality client experience, including day-to-day relationship management and support, technology optimization, best practice recommendations, and all activities that contribute to the client experience.
  • Partner with other functions (e.g. Sales, Analysts, Product, Marketing) to examine activities and handoffs in the client lifecycle and make recommendations/improvements in the client experience and growth.
  • Build strong client relationships, addressing escalations and managing expectations.
  • Aptitude with data analysis tools and the ability to interpret and pull insights for clients.
  • Continuously improve processes and approaches for the benefit of our teams and customers; proactively solicit and incorporate internal and external feedback on process and experience improvement opportunity areas.
  • Be a cultural, brand, and product ambassador for Trajektory internally and externally.
  • Review existing client service activities and recommend/execute a go forward approach that increases high value activities and reduces low value ones. Likely to include data-driven capacity planning, and a standard set of client service activities, deliverables, and tracked outcomes in an effort to work towards defined department and individual KPIs.
  • Work closely with sales, engineering and analysts to onboard new clients, grow adoption, advocacy, and expansion.
  • Work closely with the sales team to influence cross-sell and up-sell opportunities with clients.
  • Increase future lifetime value through higher product adoption, customer satisfaction and overall client health.
  • Help drive client case studies and testimonials.
  • Track and organize a calendar of touch-points, monthly updates and client feedback.
  • Exceptional communication, collaboration, prioritization, and influencing skills.
  • Passion for service and the desire for a deep understanding of issues facing customers.
  • Lifelong learner who is curious and strives to be a product expert.


Qualifications:

  • 3-5 years of experience in a client-facing role within a professional services organization delivering exceptional client service.
  • Data analysis experience is preferred (or willingness to learn)
  • Demonstrated success in managing client service core competencies include leadership, client relations, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude.
  • Proven success at project management, balancing the needs of multiple stakeholders and working under tight timelines with resource constraints.
  • The ability to work in a high-energy, fast-paced environment and collaborate with others to achieve results as a high-performing & interdependent team.
  • Individual contributor & team player with the ability to manage your daily tasks and prioritize, organize, and execute efficiently while working toward organizational goals.
  • Demonstrated success managing multiple client and senior executive relationships, including serving as a trusted 'go to' thought partner for client strategy.
  • Experience building business relationships and facilitating conversations at various levels.
  • Relevant industry experience & developing domain expertise with an ability to participate in most or all conversations with various levels of client contacts.
  • An expert at organization, process building, and knowledge of customer relationship management software.
  • Knowledge of the sponsorship industry, performance data, and technology solutions preferred.
  • Some travel may be required.


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